A knowledge-base article: titled (Name), categorized help content with a publish lifecycle (status: Draft, Published, Archived) and a visibility of Internal (agent-only) or Public (portal/customer). Agents browse and attach articles to cases and can email one to the case contact via the EmailArticle action; keyword-based suggestion uses the keywords field. Usage counters (viewCount, helpfulCount, notHelpfulCount, deflectionCount) feed deflection metrics - deflectionCount is the number of cases marked as resolved by the article.
Fields
| Field | Label | Type | Required | What it does |
|---|
Body | Body | Text | | |
Category | Category | PickList | | Values: General, Troubleshooting, HowTo, Policy, FAQ. |
DeflectionCount | Deflections | Number | | Number of cases an agent or customer marked as resolved by this article. Drives the deflection report (top deflecting articles); maintained by the deflection tracking flow, not hand-edited. |
HelpfulCount | Helpful | Number | | |
Keywords | Keywords | Text | | |
NotHelpfulCount | Not Helpful | Number | | |
Status | Status | PickList | | Values: Draft, Published, Archived. |
Summary | Summary | Text | | |
ViewCount | Views | Number | | |
Visibility | Visibility | PickList | | Values: Internal, Public. |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
DeleteEntity | Delete | Delete | DeleteEntity |
DeleteHeader | Delete | Delete | DeleteHeader |
DeleteRow | Delete | Delete | DeleteRow |
EditEntity | Edit | Edit | EditEntity |
EditInLine | Edit | EditInline | Edit in page. |
EditRow | Edit | Edit | EditRow |
New | New | New | New |
